【正文】 es and general facts describing situation ? Nonthreatening as no interpretation is requested ? Openend questions for maximum information Assessment Questions ? Questions probing information gained in assessment ? Seeking to uncover problems or dissatisfactions that could lead to suggested buyer needs ? Openend questions for maximum information Discovery Questions ? Show the negative impact of a problem discovered in the discovery sequence ? Designed to activate buyer’s interest in and desire to solve the problem. Activation Questions ? Projects what life would be like without the problems ? Buyer establishes the value of finding and implementing a solution Projection Questions ? Confirms interest in solving the problem ? Transitions to presentation of solution Transition Questions 1 Verbal Communication: SIER Hierarchy Active Listening (Figure ) Sensing Interpreting Evaluating Responding 1 Verbal Communication: Strategic Application of Questioning ? Generate Buyer Involvement ? Provoke Thinking ? Gather Information ? Clarification and Emphasis ? Show Interest ? Gain Confirmation ? Advance the Sale 1 Verbal Communication: SPIN Questioning System ? Situation Questions – solicits general background information and descriptions of the buyer’s existing situation ? ―Who are your current suppliers?‖ ? ―Do you typically purchase or lease?‖ ? ―Who is involved in the purchasing decisions?‖ 1 Verbal Communication: SPIN Questioning System ? Situation Questions ? Problem Questions – follow and relate to situation questions probing for specific difficulties, developing problems, and areas of dissatisfaction ? ―How critical is this ponent for your production?‖ ? ―What kind of problems have you encountered with your current suppliers?‖ ? ―What types of reliability problems do you experience with your current system?‖ 1 Verbal Communication: SPIN Questioning System ? Situation Questions ? Problem Questions ? Implication Questions – follow and relate to information from the problem questions assisting the buyer in understanding the potential problems of the current problem and the urgency in resolving it ? ―How does this affect profitability?‖ ? ―What impact does the slow response of your current supplier have on the productivity of your operation?‖ ? ―How would a faster piece of equipment improve productivity and profits?‖ ? ―What happens when the supplier is late with a shipment?‖ 1 Verbal Communication: SPIN Questioning System ? Situation Questions ? Problem Questions ? Implication Questions ? Needpayoff Questions – used to propose a solution and develop mitment from the buyer, based on the implications of the problem ? ―Would more frequent deliveries allow you to increase productivity?‖ ? ―If we could provide you increased reliability, would you be interested?‖ ? ―If we could improve the quality of your purchased ponents, how would that help you?‖ ? ―Would you be interested in increasing productivity by 15 percent?‖ 1 Verbal Communication: Giving Information ? Understanding the Superiority of Pictures over Words ? Impact of Grammar and Logical Sequencing 1 Nonverbal Communication ? Facial Expressions ? Eye Movements ? Placement and Movements of Hands, Arms, Head, and Legs ? Body Posture and Orientation ? Proxemics ? Variation in Voice Characteristics ? Speaking Rate and Pause Duration ? Pitch or Frequency ? Intensity and Loudness 1 Common Nonverbal Clusters (Exhibit ) Cluster Name Cluster Meaning Body Posture Orientation Movement of Hands, Arms, Legs Eyes Facial Expression Openness Openness, flexibility and sincerity ? Moving closer ? Leaning forward ? Open hands ? Removing coat ? Unbutton collar ? Uncrossed arms legs ? Slight smile ? Good eye contact Defensiveness Defensiveness, skepticism, and apprehension ? Rigid body ? Crossed arms legs ? Minimal eye contact ? Glancing sideways ? Pursed lips ? Tilted head Evaluation Evaluation and consideration of message ? Leaning forward ? Hand on cheek ? Stroking chin ? Chin in palm of hand ? Dropping glasses to lower nose Deception Dishonesty and secretiveness ? Patterns of rocking ? Fidgeting with objects ? Increased leg movement ? Increased eye movement ? Frequent gazes elsewhere ? Forced smile Readiness Dedication or mitment ? Sitting forward ? Hands on hips ? Legs uncrossed ? Feet flat on floor ? Increased eye contact Boredom Lack of interest and impatience ? Head in palm of hands ? Slouching ? Drumming fingers ? Swinging a foot ? Brushing picking at items ? Tapping feet ? Poor eye contact ? Glancing at watch ? Blank stare 1 Written Communication: Sales Proposals The Seven Deadly Mistakes of Proposal Writing 1. Not writing a proposal. 2. Not fully understanding the customer’s business. 3. Missing the buyer’s deadline. 4. Producing a proposal with little ―driveup‖ appeal. 5. Not saying anything that really makes a difference. 6. Using a standardized boilerplate approach. 7. No one owning the responsibility or having the authority to create quality and effective proposals. 1 Written Communication: Sales Proposals 5 Common Parts of a Proposal 1. Executive Summary 2. Needs and Benefits Analysis 3. Company Description 4. Pricing and Sales Agreement 5. Suggested Action and Timetable 1 Module 5 SelfLeadership and Teamwork Skills 1 Effective SelfLeadership Stage One: Setting Goals and Objectives What makes a good goal? Realistic, yet Challenging Specific and Quantifiable Time Specific Working with different levels and types of goals Personal Goal Territory